Customer Support Leaders
Episodes
226: 99 Weeks Done
04 Dec 2021
Contributed by Lukas
Send us a textWeek 99 Topic: Reflecting Looking back over some of the best advice, and a couple of bonus outtakes from the last 99 weeks of the podca...
Week 100 Teaser
26 Nov 2021
Contributed by Lukas
Send us a textLooking forward to 100+ weeks!
From The Archives: Ep 150: Fireside with Mo McKibbin
19 Nov 2021
Contributed by Lukas
Send us a textFrom The Archives: Fireside with Mo McKibbinMo McKibbin talks about the challenges of screening for those magical unicorns: technical, c...
From The Archives: Ep 146: Fireside with Tue Søttrup
12 Nov 2021
Contributed by Lukas
Send us a textFrom The Archives: Fireside with Tue SøttrupTue Søttrup helps me kick off this new Fireside season with a conversation about Product-L...
From The Archives: Ep 142: Diversity and Inclusion with Antonio King
05 Nov 2021
Contributed by Lukas
Send us a textFrom The Archives: Diversity and InclusionAntonio King joins me to talk about the importance of keeping the conversations going, no matt...
From The Archives: Ep 140: Scary Support Stories with Todd Curtis
29 Oct 2021
Contributed by Lukas
Send us a textFrom The Archives: Scary Support StoriesTodd Curtis tells the scary story that inspired this whole week of terrible tales. I heard this ...
From The Archives: Ep 136: Scary Support Stories with Matt Dale
22 Oct 2021
Contributed by Lukas
Send us a textFrom The Archives: Scary Support StoriesMatt Dale joins me to tell the story of a possessed laptop. And I have rather too much fun with ...
From The Archives: Ep 134: Support’s Relationship to Sales with Nicholas Zeisler
15 Oct 2021
Contributed by Lukas
Send us a textFrom The Archives:: Support’s Relationship to SalesNicholas Zeisler (“Zee” to his friends, and “Zed” to his British friend ove...
From The Archives: Ep 129: Support’s Relationship to Product with Andrea Saez
08 Oct 2021
Contributed by Lukas
Send us a textFrom The Archives: Support’s Relationship to ProductAndrea Saez joins me for the first time, where we talk about capturing all custome...
From The Archives: Ep 123: Freelancing in Support with Andrei Kamarouski
01 Oct 2021
Contributed by Lukas
Send us a textFrom The Archives: Freelancing in SupportAndrei Kamarouski joins me from Belarus, to talk about freelancing as a Zendesk consultant, pri...
From The Archives: Ep 117: CSAT with Mo McKibbin
24 Sep 2021
Contributed by Lukas
Send us a textFrom The Archives: CSATMo and I spend quite a significant amount of time talking about the value of those smiley faces. And we take an u...
From The Archives: Ep 115: Support Scope with Mike Redbord
17 Sep 2021
Contributed by Lukas
Send us a textFrom The Archives: Support ScopeMike Redbord believes you can build the scope of Support by saying “Yes” as much as possible!
225: “In Support, I Believe…” with Simone Secci
10 Sep 2021
Contributed by Lukas
Send us a textWeek 87 Topic: “In Support, I Believe…”Simone Secci shares his Support Belief: It’s not always about giving the customer exactly...
224: “In Support, I Believe…” with Matt Dale
03 Sep 2021
Contributed by Lukas
Send us a textWeek 86 Topic: “In Support, I Believe…”Matt Dale shares his Support Belief: It’s all about making a human connection.
223: “In Support, I Believe…” with Craig Stoss
27 Aug 2021
Contributed by Lukas
Send us a textWeek 85 Topic: “In Support, I Believe…”Craig Stoss shares his foremost Support Belief: The Customer Experience is the most import ...
222: “In Support, I Believe…” with Ryan Klausner
20 Aug 2021
Contributed by Lukas
Send us a textWeek 84 Topic: “In Support, I Believe…”Ryan Klausner returns, this time from a new role, to share his most fundamental Support Bel...
221: “In Support, I Believe…” with Charlotte Ward
13 Aug 2021
Contributed by Lukas
Send us a textWeek 83 Topic: “In Support, I Believe…”Your very host, Charlotte Ward, tells of her most fundamental Support Belief: Metrics shoul...
Announcing “In Support, I believe…”
06 Aug 2021
Contributed by Lukas
Send us a textAnnouncing a new format, based on “This, I Believe…”
Throwback to Ep 109: Panel: If I Knew Then, What I Know Now….
30 Jul 2021
Contributed by Lukas
Send us a textWeek 81 Throwback: Panel 10Five leaders join me to talk about the wonderful, frustrating and elusive nature of hindsight. If only we’d...
Throwback to Ep 103: Panel: Managing Change
29 Jul 2021
Contributed by Lukas
Send us a textWeek 81 Throwback: Panel 7Six leaders join me to talk about managing change. We come to the conclusion it involves data, a 4-type taxono...
Throwback to Ep 99: Process Improvement with Ash Rhodes
28 Jul 2021
Contributed by Lukas
Send us a textWeek 81 Throwback: Process ImprovementAsh and I talk about how a culture willing to accept feedback and examination is best placed to im...
Throwback to Ep 94: First 30 Days with Alyssa Percell
27 Jul 2021
Contributed by Lukas
Send us a textWeek 81 Throwback: First 30 Days in a New RoleAlyssa Percell and I start talking about ‘new to us’ roles, but unexpectedly dwell mor...
Throwback to Ep 83: Remote Work with Ash Rhodes
26 Jul 2021
Contributed by Lukas
Send us a textWeek 81 Throwback: Remote WorkAsh Rhodes pitched this topic to me with one phrase, and I took him up on his offer.
Throwback to Ep 79: Forecasting in Support with Matt Dale
23 Jul 2021
Contributed by Lukas
Send us a textWeek 80 Throwback: Forecasting in SupportMatt Dale tells how he’s been refining his model for seven years, so don’t go looking for a...
Throwback to Ep 72: Support Contributing to Revenue with Mo McKibbin
22 Jul 2021
Contributed by Lukas
Send us a textWeek 80 Throwback: Support Contributing to RevenueThis is such an interesting topic for most of us, that we’re visiting it twice this ...
Throwback to Ep 71: Support Contributing to Revenue with Mike Redbord
21 Jul 2021
Contributed by Lukas
Send us a textWeek 80 Throwback: Support Contributing to RevenueMike Redbord talks about the invaluable information and data your support team is alre...
Throwback to Ep 62: Onboarding New Hires with Ash Rhodes
20 Jul 2021
Contributed by Lukas
Send us a textWeek 80 Throwback: Onboarding New HiresAsh Rhodes isn’t a List Person, but he knows they’re useful for onboarding. We also find a na...
Throwback to Ep 56: Building Leaders in Your Team with Meredith Molloy
19 Jul 2021
Contributed by Lukas
Send us a textWeek 80 Throwback: Building Leaders in Your Team Meredith Molloy returns to talk about how you spot, and care for a unicorn!
220: Building a Team from Scratch with Matt Dale
16 Jul 2021
Contributed by Lukas
Send us a textWeek 79 Topic: Building a Team from ScratchWhen is a full-time job not a full-time job? When it’s a two-person job! It’s been a whil...
219: Building a Team from Scratch with Kat Olsheske
15 Jul 2021
Contributed by Lukas
Send us a textWeek 79 Topic: Building a Team from ScratchIn Kat Olsheske’s first outing on the podcast, she talks about the transferrable skills and...
218: Building a Team from Scratch with Adela Bodor
14 Jul 2021
Contributed by Lukas
Send us a textWeek 79 Topic: Building a Team from ScratchAdela Bodor returns to talk about building a support team from scratch: which she has done mu...
217: Building a Team from Scratch with Hilary Dudek
13 Jul 2021
Contributed by Lukas
Send us a textWeek 79 Topic: Building a Team from ScratchHilary Dudek and I haven’t talked in soooo long! She “recently” started a new role at S...
216: Building a Team from Scratch with Ashley Sachs
12 Jul 2021
Contributed by Lukas
Send us a textWeek 79 Topic: Building a Team from ScratchAshley returns to tell us how she prioritised early definition of ‘Operating Principles’ ...
215: Knowledge Management with Craig Stoss
09 Jul 2021
Contributed by Lukas
Send us a textWeek 78 Topic: Knowledge ManagementCraig Stoss and I muse about the validity of some of the metrics often applied to Knowledge Centred S...
214: Knowledge Management with Tadas Labudis
08 Jul 2021
Contributed by Lukas
Send us a textWeek 78 Topic: Knowledge ManagementTadas Labudis is the CEO and Founder of Prodsight. Today he returns to tell me about Prodsight’s ow...
213: Knowledge Management with Simone Secci
07 Jul 2021
Contributed by Lukas
Send us a textWeek 78 Topic: Knowledge ManagementSimone Secci rebuilt a knowledge base from scratch, banking on being able to show its value much furt...
212: Knowledge Management with Cynthia Ng
06 Jul 2021
Contributed by Lukas
Send us a textWeek 78 Topic: Knowledge ManagementCynthia Ng describes how GitLab approach all their knowledge with a ‘Handbook First’ ethos, and h...
211: Knowledge Management with Aprill Allen
05 Jul 2021
Contributed by Lukas
Send us a textWeek 78 Topic: Knowledge ManagementAprill Allen, a Knowledge Management Consultant & KCS Specialist at Knowledge Bird, helps support...
210: Fireside with Nicholas Zeisler
02 Jul 2021
Contributed by Lukas
Send us a textSpecials: Fireside 26According to “Zee” (if I could only say it), we’re doing CX wrong! Nicholas Zeisler joins again to tell us wh...
209: Fireside with Ash Rhodes
25 Jun 2021
Contributed by Lukas
Send us a textSpecials: Fireside 25What a conversation! Ash comes on the podcast to talk about job hunting in Customer Support Leadership, but we only...
208: Fireside with Doug Akers
18 Jun 2021
Contributed by Lukas
Send us a textSpecials: Fireside 24Doug and I talked quite some time ago about “All-Hands Support”, which becomes a mini fireside episode today. W...
207: Fireside with Josh Magsam
11 Jun 2021
Contributed by Lukas
Send us a textSpecials: Fireside 23Josh brings a really interesting topic to the fireside today: specialisms in Customer Support and Service. We talk ...
206: Fireside with Jim Israel
04 Jun 2021
Contributed by Lukas
Send us a textSpecials: Fireside 22Jim Israel talks about the dangers of developing a culture of heroism in our teams, despite being the type of folks...
205: Fireside with Vlad Shlosberg
28 May 2021
Contributed by Lukas
Send us a textSpecials: Fireside 21Vlad Shlosberg is building a business that enables organisations to better connect with their customers. As a creat...
204: Fireside with Lauren Fearn
21 May 2021
Contributed by Lukas
Send us a textSpecials: Fireside 20Lauren Fearn comes to chat about creating growth opportunities and pathways in Support, so that you can continue to...
203: Fireside with Hannah Steiman
14 May 2021
Contributed by Lukas
Send us a textSpecials: Fireside 19Hannah Steiman, from Peak Support, joins me today, to talk about how we even begin to consider finding the right ou...
202: Fireside with Sharad Khandelwal
07 May 2021
Contributed by Lukas
Send us a textSpecials: Fireside 18Sharad Khandelwal, co-founder and CEO of Sentisum, joins the podcast today, to talk about accessing valuable insigh...
201: Fireside with Ethan Walfish
30 Apr 2021
Contributed by Lukas
Send us a textSpecials: Fireside 17Ethan explains how we can apply a scientific approach - semiotic theory - when trying to understand our customers c...
200: Managing Change with Lauren Rose Eimers
23 Apr 2021
Contributed by Lukas
Send us a textWeek 67 Topic: Managing ChangeLauren joins me for two milestones: the 200th episode of the podcast, and my birthday! It’s always an in...
199: Managing Change with Josh Magsam
22 Apr 2021
Contributed by Lukas
Send us a textWeek 67 Topic: Managing ChangeJosh talks about thee easy bits and the challenges in dealing with any change, and how sometimes, the key ...
198: Managing Change with Adela Bodor
21 Apr 2021
Contributed by Lukas
Send us a textWeek 67 Topic: Managing ChangeAdela Bodor joins me for the first time, and from a space I’ve never ventured into beyond the building s...
197: Managing Change with Natalie Ruhl
20 Apr 2021
Contributed by Lukas
Send us a textWeek 67 Topic: Managing ChangeNatalie and I are both of the similar mindset that sometimes you just have to ‘do’ the change, rather ...
196: Managing Change with Lauren Fearn
19 Apr 2021
Contributed by Lukas
Send us a textWeek 67 Topic: Managing ChangeLauren, a previous panelist, returns to the podcast for our first one-to-one chat, where we pick up our co...
195: The Perfect Support Email with Leslie O’Flahavan
16 Apr 2021
Contributed by Lukas
Send us a textWeek 66 Topic: The Perfect Support EmailLeslie O’Flahavan is a get-to-the point writer and an experienced, versatile writing instructo...
194: The Perfect Support Email with Craig Stoss
15 Apr 2021
Contributed by Lukas
Send us a textWeek 66 Topic: The Perfect Support EmailCraig and I wonder whether the perfect email exists, or whether we are just at the whim of the m...
193: The Perfect Support Email with Nicholas Zeisler
14 Apr 2021
Contributed by Lukas
Send us a textWeek 66 Topic: The Perfect Support EmailNick Zeisler believes we should take on the stress of our customers, in all our communications. ...
192: The Perfect Support Email with Stacy Justino
13 Apr 2021
Contributed by Lukas
Send us a textWeek 66 Topic: The Perfect Support EmailStacy believes that the key to the Perfect Support Email is the ‘hook’ that engenders the tr...
191: The Perfect Support Email with Ethan Walfish
12 Apr 2021
Contributed by Lukas
Send us a textWeek 66 Topic: The Perfect Support EmailEthan Walfish is a former panelist (take a listen to our discussion on Support Leadership 2.0 ba...
190: Support in the Business with Josh Magsam
09 Apr 2021
Contributed by Lukas
Send us a textWeek 65 Topic: Support in the BusinessJosh and I settle on the idea that a Support team that generates revenue is effectively another pr...
189: Support in the Business with Craig Stoss
08 Apr 2021
Contributed by Lukas
Send us a textWeek 65 Topic: Support in the BusinessCraig returns to reinforce the idea that "Customer Experience is a mindset, not a department&...
188: Support in the Business with Natalie Ruhl
07 Apr 2021
Contributed by Lukas
Send us a textWeek 65 Topic: Support in the BusinessNatalie leads a team that has been everywhere in the business! Here, we talk about the relative me...
187: Support in the Business with Doug Akers
06 Apr 2021
Contributed by Lukas
Send us a textWeek 65 Topic: Support in the BusinessDoug Akers joins me for the first time today, to talk about Support in the Business. Doug is a str...
186: Support in the Business with Greg Skirving
05 Apr 2021
Contributed by Lukas
Send us a textWeek 65 Topic: Support in the BusinessGreg joins me to talk about the role of Support in the business, and reminds me that a user guide ...
185: Startup Support with Diane Garcia
02 Apr 2021
Contributed by Lukas
Send us a textWeek 64 Topic: Startup SupportDiane Garcia debuts on the podcast to talk about the freedoms that come with working in a startup, and nic...
184: Startup Support with Nicole Jackson
01 Apr 2021
Contributed by Lukas
Send us a textWeek 64 Topic: Startup SupportNicole Jackson found that many startup founders cared a lot about their customers, and hit a lot of the sa...
183: Startup Support with Aurore Lanchart
31 Mar 2021
Contributed by Lukas
Send us a textWeek 64 Topic: Startup SupportAurore Lanchart comes back after a long break, to talk about the importance of establishing tone in a star...
182: Startup Support with Craig Stoss
30 Mar 2021
Contributed by Lukas
Send us a textCraig believes one of the challenges with support in a startup environment is that it often begins with people who have never done suppo...
181: Startup Support with Zeni Bandy
29 Mar 2021
Contributed by Lukas
Send us a textWeek 64 Topic: Startup SupportZeni Bandy returns to the podcast this week, to talk about tackling support in a startup environment. Her ...
180: Fireside with Valentina Thoerner
26 Mar 2021
Contributed by Lukas
Send us a textSpecials: Fireside 16Valentina Thoerner is a Empress in the support world, and, having moved from a support lead role at Automattic, now...
179: Fireside with Eric Kades
19 Mar 2021
Contributed by Lukas
Send us a textSpecials: Fireside 15Eric Kades joins me to talk about saving our team’s time, and saving our customers’ time.Eric is the Founder of...
178: You’re the Host with Craig Stoss
12 Mar 2021
Contributed by Lukas
Send us a textSpecials: You’re the Host! #4Craig questions me on collaboration with other teams! We cover everything from Product to BPO, and everyt...
177: Fireside with Chris Taylor
05 Mar 2021
Contributed by Lukas
Send us a textSpecials: Fireside 14Chris Taylor returns today, having recently taken on a new business function - Customer Success - and then we fangi...
176: You’re the Host with Matt Dale
26 Feb 2021
Contributed by Lukas
Send us a textSpecials: You’re the Host! #3Matt takes the mic from me today, and interviews me about starting in a new role.
175: Fireside with Tadas Labudis
19 Feb 2021
Contributed by Lukas
Send us a textSpecials: Fireside 13Tadas Labudis is the CEO and Founder of Prodsight - a customer feedback intelligence platform. Tadas founded Prodsi...
174: You’re the Host with Vlad Shlosberg
12 Feb 2021
Contributed by Lukas
Send us a textSpecials: You’re the Host! #2Recorded the week after I spoke to five leaders about Slack as a support channel, Vlad grills me on how m...
173: Fireside with Craig Stoss
05 Feb 2021
Contributed by Lukas
Send us a textCraig Stoss joins me again to talk about providing support through social media channels, and some of our common frustrations as custome...
172: You’re the Host with Natalie Ruhl
29 Jan 2021
Contributed by Lukas
Send us a textSpecials: You’re the Host! #1Natalie Ruhl returns to flip the table and take over hosting an episode. She brings quite a collection of...
171: Fireside with Sandra Thompson
22 Jan 2021
Contributed by Lukas
Send us a textSpecials: Fireside 11Sandra Thompson comes to share her significant expertise on Emotional Intelligence and its importance in our abilit...
170: Slack Support with Mo McKibbin
15 Jan 2021
Contributed by Lukas
Send us a textWeek 53: Slack Support Mo McKibbin returns to compare the three occasions when she’s inherited Slack support and what she’s loved a...
169: Slack Support with Chris Jewitt
14 Jan 2021
Contributed by Lukas
Send us a textWeek 53: Slack Support Chris Jewitt tells how Klaus used to support customers through Slack, but made the decision to move away from ...
168: Slack Support with Sean Tanos
13 Jan 2021
Contributed by Lukas
Send us a textWeek 53: Slack Support Sean Tanos takes us from supporting humans to support robots through Slack!
167: Slack Support with Fletcher Richman
12 Jan 2021
Contributed by Lukas
Send us a textWeek 53: Slack SupportFletcher Richman joins me to talk about 'decreasing the distance' to your customers with Slack, and how ...
166: Slack Support with Vlad Shlosberg
11 Jan 2021
Contributed by Lukas
Send us a textWeek 53: Slack SupportVlad Shlosberg shares what support and success can look like on Slack.
2021 Kickoff
04 Jan 2021
Contributed by Lukas
Send us a textLooking forward to 2021!
165: Year in Review: Can’t Get No Satisfaction
01 Jan 2021
Contributed by Lukas
Send us a textWeek 52: Year in ReviewJust Charlotte this week! It’s the first day of 2021, so to conclude our review of 2020 on the podcast, let’s...
164: Year in Review: Successful Improvements
31 Dec 2020
Contributed by Lukas
Send us a textWeek 52: Year in ReviewJust Charlotte this week! How do we ensure our processes are the best they can be, and that they stick?
163: Year in Review: Looking Back at Forecasting
30 Dec 2020
Contributed by Lukas
Send us a textWeek 52: Year in ReviewJust Charlotte this week! This time we look at forecasting fur the future, however uncertain it may be.
162: Year in Review: Growing the Business through Support
29 Dec 2020
Contributed by Lukas
Send us a textWeek 52: Year in ReviewJust Charlotte this week! Growing pains again, or opportunities. This time, we explore how to leverage Support in...
161: Year in Review: Growing Teams and Leaders
28 Dec 2020
Contributed by Lukas
Send us a textWeek 52: Year in ReviewJust Charlotte this week! Today, I look back on some of the pains of growing teams.
160: Year in Review: Bringing People Together
25 Dec 2020
Contributed by Lukas
Send us a textWeek 51: Year in ReviewJust Charlotte this week! As we spend time with family and friends, I look back at when I brought podcast guests ...
159: Year in Review: Careers and Hiring
24 Dec 2020
Contributed by Lukas
Send us a textWeek 51: Year in ReviewJust Charlotte this week! Looking at building a career in Support next year? This episode is for you!
158: Year in Review: Numbers and Beyond
23 Dec 2020
Contributed by Lukas
Send us a textWeek 51: Year in ReviewJust Charlotte this week! As we approach a big number, I revisit the week where we looked beyond the numbers.
157: Year in Review: Reviews, Goals and Performance
22 Dec 2020
Contributed by Lukas
Send us a textWeek 51: Year in ReviewJust Charlotte this week! A year in review deserves a look back at other reviews.
156: Year in Review: Metrics
21 Dec 2020
Contributed by Lukas
Send us a textWeek 51: Year in ReviewJust Charlotte this week! So many leaders, so many lenses on support metrics!
155: Year in Review: Leadership Careers
18 Dec 2020
Contributed by Lukas
Send us a textWeek 50: Year in ReviewJust Charlotte this week! In a year where I started a new role, it’s also been interesting to explore careers i...
154: Year in Review: Frustrations and Awkward Conversations
17 Dec 2020
Contributed by Lukas
Send us a textWeek 50: Year in ReviewJust Charlotte this week! I look back at my own awkward conversations, and wonder why the world isn’t changing ...
153: Year in Review: The First Week
16 Dec 2020
Contributed by Lukas
Send us a textWeek 50: Year in ReviewJust Charlotte this week! I look back over the first week’s topic: Empathy in Customer Support
152: Year in Review: Podcast Journey Part 2
15 Dec 2020
Contributed by Lukas
Send us a textWeek 50: Year in ReviewJust Charlotte this week! How remote work and the podcast have intertwined.
151: Year in Review: Podcast Journey Part 1
14 Dec 2020
Contributed by Lukas
Send us a textWeek 50: Year in ReviewJust Charlotte this week! Here I tell a little about where it all began….
150: Fireside with Mo McKibbin
11 Dec 2020
Contributed by Lukas
Send us a textSpecials: Fireside 10Mo McKibbin talks about the challenges of screening for those magical unicorns: technical, customer success-support...